Deliveries

We take pride in our packaging of your parcels & aim to deliver beautifully wrapped orders within the fastest time frame possible. We pack & send out orders 6 days a week, every day except Sundays. Receiving a parcel from Ella Bonella is bound to put a smile on your face! We go the extra mile to make your parcels special & memorable, through careful packaging, top quality packaging supplies, fun promotional material & freebie “thank you” mini-bags or gifts with every parcel. Our aim is to add happiness to your life!

DELIVERY PROVIDERS

Generally speaking we send our parcels out using Royal Mail, although at times we may opt to use a courier service of our choice.

LOCAL PARCELS

At time of checkout customers will have the option of selecting First or Second Class Postage for all orders up to & including £39.99 value BEFORE postage. Orders between £40 - £44.99 BEFORE POSTAGE will be sent out First or Second class Signed For/or a courier of our choice (at our expense). The SIgned For service gives us both peace of mind! Delivery over £45 is FREE for our customers via the SIgned For service. We do not accept order cancellations once orders have been placed & paid for, therefore we are unable to issue a refund once your order has been placed. When we offer FREE POSTAGE as a coupon code we will send parcels out SECOND CLASS even if First Class is selected at checkout. Unfortunately our website cannot be configured to eliminate this option.

LOCAL POSTAGE PRICES

First Class £3.95

Second Class £2.95

At times when we offer percentage discounts on certain products, your postage total is calculated on the PRE-DISCOUNT value of your order. When a courier is required, prices for the Isle of Man & the Channel islands MAY incur an additional fee which will be requested via email once your order has been placed. We will endeavour to keep this as low as is absolutely necessary.

SPECIAL INSTRUCTIONS

Our NOTES section is not for any instructions for the postman - unfortunately there is no way of us passing these on. Please refer to our “Terms & Conditions” before writing any special delivery instructions as we will not follow instructions to leave your parcel anywhere outside & we do not write to inform you of this because it has been included in our Terms & Conditions to negate this.

YOUR RESPONSIBILITIES

Please ensure that you comply with our requirements regarding your address details & any changes thereto, as set out in our “Terms & Conditions” as we are not responsible for locating parcels sent to the incorrect address unless we are at fault for incorrectly transcribing your address.

LOCAL DELIVERY

The Royal Mail aims to deliver First Class packages the day after they are delivered to the Post Office & Second Class packages within 3 days of delivery to the Post Office. Please see our “Terms & Conditions” regarding our parcel packing lead times. Currently we are using MyHermes as our local courier & they aim to take 3 – 7 working days to deliver your parcel. Once orders have been handed over to the Post Office/Courier we are unable to influence the time they take to reach you & are not liable for any delays as these are totally outside of our control.

We do not offer Courier as a delivery option, however we do sometimes use MyHermes to deliver parcels that are unusually large or heavy, due to the fact that this option is significantly more economical than the Royal Mail in these instances. We reserve the right to implement this option when the parcel calls for it, irrespective of whether the customer has chosen First or Second Class payment as their preferred option, as these instances are rare & sometimes a courier is the most suitable delivery option therefore they will be used at our discretion as & when required. We may, at times, have to use a different courier service of our own choosing.

EUROPEAN PARCELS

Please select “European” at checkout if your parcel is to be sent to any destination within Europe, but not within the UK. Our standard European rate, up to 2kgs, is £15 per parcel, tracked & signed & we do not offer any other postage option. European orders valued at £50 or more BEFORE POSTAGE will receive a £5 postage refund after checkout. We welcome European orders & we are happy to work with you to get your order despatched as soon as possible.

If your parcel, once packed, is over 2kgs we will request an additional payment from you via your provided email. Additional prices for parcels beyond 2kgs will vary & will be quoted via email. This balance of payment is required within 3 working (week) days in order for us to send your entire order as selected by you.

If we do not hear back from you within this time frame we will send your parcel once we have removed items (of our choosing) in order that your parcel weighs 2kgs. We will then refund your account with the items we have had to exclude. We do not accept cancellations once orders have been placed/paid for. We are not responsible for any additional charges your parcel may occur before you receive it, ie customs duties & the like.

INTERNATIONAL PARCELS

Please select “International” at checkout if your parcel is to be sent anywhere in the world that is NOT in the United Kingdom or anywhere else in Europe. Our standard International rate, up to 2kgs, is £23 per parcel, tracked & signed & we do not offer any other postage option. International orders valued at £50 or more BEFORE POSTAGE will receive a £5 refund after checkout. Should your parcel weigh more than 2kgs we will email you at your provided email address, to request the additional funds required to send your parcel.

If we do not hear back from you within 3 working (week) days we will send your parcel once we have removed items (of our choosing) in order that your parcel weighs 2kgs. We will then refund your account with the items we have had to exclude. We do not accept cancellations once orders have been placed/paid for. We are not responsible for any additional charges your parcel may occur before you receive it, ie customs duties & the like.

FREE DELIVERY

Orders above the value of £45 will receive FREE delivery via our chosen method (usually 2nd class postage or courier, depending on the size/weight of your parcel). FREE delivery does NOT apply to European/International orders, although these orders will attract a £5 refund after checkout if they are above the value of £50 BEFORE postage.

PACKING LEAD TIMES

Please read our “Terms & Conditions” with regard to packing lead times. We aim to get your parcel sent off to you within 3 working days but always endeavour to send your parcel as soon as possible. At extra busy/sale times our lead times may be a little longer if we have an unusually long queue. Orders are always sent out in the order in which they are received & we cannot make exceptions to this at any time as it wouldn’t be fair to our other customers.

RETURNS & REFUNDS

Please refer to our “Terms & Conditions” for full details in this regard. Returns that are not due to faulty or incorrect items being sent will incur an administration fee of £5 which will be deducted from any amounts that may be refunded. This is due to the fact that time & effort is spent pulling, packing & sending your orders.

LOST PARCELS

We adhere to the Royal Mail guidelines for lost parcels & will not resend until 15 working (week) days have lapsed since sending the parcel, for local orders. As European & International orders are sent tracked & signed it is extremely unlikely that parcels will be lost but in the rare event that this may happen we will do our best to work with you to resolve the situation, if possible, but not before 20 working (week) days have lapsed from date of sending European orders, & 30 working (week) days have lapsed since sending International orders. We will not consider any lost parcel claims received, for local, European or International parcels that reach us after 30 days have passed since we sent your order.

PACKAGING MISSION

We hope you LOVE receiving parcels from us, but if you are ever unhappy with anything please do not hesitate to contact us via email. We love hearing from our customers & your wish is our command! We will always do our best to please you & want you to be delighted with our service, our parcels & the products we sell. We THANK YOU for supporting us at Ella Bonella.